Customer Service Manager

Paul Junior Williams

Cell/Voice Mail: 404-***-**** * ***************@*******.***

Summary of Qualification

Dedicated Information Technology Professional with database, technical

support, help desk and customer service experience. Experienced in data

analysis, EDI set up, creating and resolving trouble tickets and help desk

resolution. Technically savvy. Adept in technical customer service and

solving customer conflict. Effective at training end users and

administrators. Able to supervise and motivate team members. Programming

exposure to Object Oriented Languages (C#, VB.NET) as well as C / C++ and

SQL.

Kroger's Apr. 2012 - Feb. 2013

Meat / Seafood Clerk

Provide Customer Service and advice on Meat / Seafood selections

Maintain order and cleanliness of department.

Assist with minimizing shrink, maintaining safe food practices and

monitoring food temperatures

Preparing and packaging specific meat orders from customers

Use RF scan gun to discard items, department to department exchanges, check

prices, etc.

Able to lift 50 lbs and organize cooler / freezer per department standards

Staffing Agency / Temporary Assignments

Experis Atlanta, GA Nov. 2011 - Present

Consultant at Sage Software

Responsible for troubleshooting installation and uninstallation of

Peachtree Accounting

Troubleshooting upgrades, updates, host files, DNS issues, .NET errors, and

hardware issues

Configuring program paths, data paths, company data path and sub files for

client software

Responsible for providing support via telephone and remote access to end

users

Setting up program and data paths as well as mapping network drives for end

users

Require an understanding of basic Accounting principles and terminology

Encadria Staffing Solutions Atlanta, GA Nov. 2007 -

Dec. 2010

DBD Support at Georgia Pacific, LLC (2007-2009)

Consultant at Koch Business Solutions (2009 - 2010)

Resolve issues preventing invoices from being completed and paid

Maintain a log of invoice discrepancies, issues and resolution

Provide an ongoing update of progress and status of outstanding invoices to

management

Verify receipt of goods, payment of invoices, and reconcile invoices with

purchase orders

Resolve conflict between payment of invoices and Receipt of Goods from

Invoice

Provide vendor relations

Maintain and responsible for resolving several invoice queues as well as a

personal invoice

queue

Set up customers from Web Ordering to EDI, including item cross reference

and QA Testing.

Set user's security settings, reset passwords for both external and

internal users

Created and / or resolved help desk trouble tickets for end users issues

Responsible for assigning users to various company sharepoints and active

directories.

Provides management for the support, availability, and operation of

production systems.

Modis Employment Group, Atlanta, GA Aug. 2009 - Nov

2009

Level 1 Help Desk Associate at Home Depot Support Center

Answer telephone and log entries in company database

Execute pre-written scrips to diagnose any technical problems and log them

into database

Create, modify and resolve daily trouble tickets related to stores

undergoing SSI Conversion

Provide troubleshooting for Mobile Ordering Carts, printers, PC's, and

other equipment as necessary

Maintain accurate and complete records of various stages of SSI Conversion.

Provide training /explanation to employees that may have questions about

the process

Paul Junior Williams Page 2 of 2

FirstPro Staffing, Smyrna, GA July 2007- Nov

2007

Data Analyst Assistant at PeachState Health Plans

Updated the company's medical provider database on a daily or as needed

basis

Assisted with the implementation of procedures to streamline the

Certification process

Participated in weekly meetings of Contract, Contract Implementation, and

Sales Departments.

Management / Supervisor Experience

Buckhead Movers and Storage, Inc. Atlanta, GA Apr. 2005 -

Feb. 2007

Accounting Manager

Selected, set up, and implemented an automated accounting Systems from a

manual system

Approved and prepared payments of claims and all accounts payable to be

signed by owner

Reconciled monthly checking and savings account as well as daily merchant

transactions

Responsible for payroll and created a system of tracking and filing payroll

discrepancies

Eric's Lawn Services, Stone Mountain, GA May 2004 - Apr

2005

Office Manager

Created database of employee information to support raises, promotions,

etc.

Performed monthly bank reconciliation and weekly bank deposits and payroll.

Selected, set up, and implemented an automated accounting Systems from a

manual system

Metro One Telecommunications, Marietta, GA Apr. 2002 - May

2004

Lead Telephone Information Specialist

Complete customer's directory assistance request within company's average

talk time

Utilize various databases and search engines to complete customer's request

Provide ongoing team training and improving individual morale of each team

member (15 members)

Monitor calls and provide one on one session with team member to improve

quality stats.

Crown Plaza, Chicago, IL Feb. 2000 - Apr.

2002

Front Desk Supervisor

Checked in / checked out hotel guest and created, changed and cancelled

reservations.

Supervise 4 - 6 employees and provided on going training and improvement

sessions

Created moot scenarios for new employees to help them learn how to handle

potential situations

Implemented a rewards program for returning and frequent customers

Technical Skills

Software: MS Word, Excel, PowerPoint, Access, Oracle

Operating Systems: Microsoft Windows 2000, XP, Vista, Windows 7,

Windows Server 2003, Unix/Linix

Programming: VB.NET, C#, C++, ASP.NET, SQL, HTML (School /

classroom experience only)

Education

Dekalb Technical College Completed /

Graduated March 2011

Major: Computer Information Systems - Programming Associate in

Applied Sciences

University of Phoenix Currently Enrolled

Major: Information Technology - Networking and Telecommunications

Certifications/Certificates

Visual Basic Programming Specialist Technical Certificate

Awarded: 03/ 2010

Contact this candidate